Experienced Customer Service Representative - Employee Assistance Program (Flexible Schedule)

At arenaflex, we're dedicated to delivering exceptional customer experiences that make a meaningful difference in people's lives. As a Customer Service Representative on our Employee Assistance Program (EAP) team, you'll play a vital role in supporting arenaflex members with their unique challenges and needs. If you're passionate about providing empathetic and solution-focused service, we want to hear from you!

About arenaflex

arenaflex is a leading healthcare company that's committed to transforming the way people experience healthcare. Our purpose is to bring our heart to every moment of your health, and we're driven by a passion for innovation, collaboration, and making a positive impact on our communities. As a member of our team, you'll be part of a dynamic and supportive environment that values diversity, inclusion, and employee growth.

Job Summary

We're seeking an experienced Customer Service Representative to join our EAP team, working a flexible schedule that includes Monday, Wednesday-Friday 12:30PM-9:00PM EST, and Saturday 7:30AM-4:00PM EST. As a key member of our team, you'll be responsible for providing exceptional service to arenaflex members, connecting them with relevant resources and benefits, and embodying our core values in every interaction.

Key Responsibilities

* Determine the purpose of each call by actively listening and interacting with members, triaging calls in a professional and timely manner

• Take inbound calls and chats from members, connecting them with additional and appropriate benefits and external resources
• Support members with troubleshooting and deescalating situations as needed, embodying CVS Core values in each interaction
• Assess client needs, research, and articulate information regarding pertinent EAP services and resources
• Recognize crisis situations and evaluate for needed action to minimize risk
• Perform research in internal databases and online to identify potential providers and resources
• Enter member information into the EAP system to initiate the case and document comments and information thoroughly and professionally
• Receive calls transferred from counselors and provide immediate member assistance
• Schedule appointments for members with counselors
• Assist team members with necessary activities to effectively respond to member inquiries about and requests for services and resources related to various life skills
• Utilize relevant Aetna databases to research and identify validated, appropriate member resources
• Provide miscellaneous support functions, including administrative support, follow-up calls, and other duties as assigned

Essential Qualifications

* 1+ years' experience in a call center environment

• Experience in a social, psychological, or human service field providing client support
• Technical requirement for personal residential internet service (broadband or fiber, minimum 25mbps/3mbps, hardwired connection)

Preferred Qualifications

* Mental health or Human services background

• 1-3 years of healthcare experience

Skills and Competencies

* Excellent communication and interpersonal skills

• Ability to work in a fast-paced environment and prioritize multiple tasks
• Strong problem-solving and critical thinking skills
• Ability to maintain confidentiality and adhere to enterprise policies and EAP policies and procedures
• Proficiency in using relevant databases and software systems

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to supporting your growth and development. As a Customer Service Representative, you'll have access to:

• Comprehensive training programs to enhance your skills and knowledge
• Opportunities for career advancement and professional growth
• Collaborative and supportive work environment
• Access to education assistance and development courses
• A dynamic and inclusive company culture that values diversity and inclusion

Work Environment and Company Culture

Our EAP team is a dynamic and supportive environment that values collaboration, innovation, and making a positive impact on our communities. As a member of our team, you'll enjoy:

• Flexible scheduling to accommodate your needs
• A comprehensive benefits package, including medical, dental, and vision benefits
• Paid Time Off (PTO) and paid holidays
• Opportunities for professional growth and development
• A dynamic and inclusive company culture that values diversity and inclusion

Compensation and Perks

We offer a competitive compensation package, including:

• A base hourly rate or base annual full-time salary, ranging from $17.00 to $28.46
• Eligibility for a CVS Health bonus, commission, or short-term incentive program
• Comprehensive benefits package, including medical, dental, and vision benefits
• Paid Time Off (PTO) and paid holidays
• Opportunities for professional growth and development

How to Apply

If you're passionate about providing exceptional customer service and making a meaningful difference in people's lives, we want to hear from you! Apply now to join our EAP team and become a part of the arenaflex family. Apply Job! Apply for this job